Harrods today issued an apology after a woman complained her disabled son was banned from using his specially-adapted wheelchair in the shop.
Michelle Wall claimed security staff told her that her young son Noah could not bring his wheelchair in because of its distinctive look.
Instead, she was allegedly told the equipment would have to be left in the store's luggage area.
Three-year-old Noah suffers from spina bifida, which causes a gap in the spine meaning it does not develop properly. He is paralysed from the waist down as a result of his condition.
Describing the incident on Facebook, the furious mother posted: "Just left Harrods in disgust Noah's wheelchair isn't allowed in as it doesn't look like a wheelchair?
"Noah's sister picked Noah up out of his pram and showed the security man that his legs didn't work! So upset!"
Speaking to ITV News, she described the incident as "absolutely horrendous", adding: "We were told to leave Noah's wheelchair in left luggage as if it was a toy.
"The guard just wouldn't budge, even when we explained that Noah was paralysed and that he wanted his wheels to move he wouldn't have it.
"He just kept saying it didn't look like a wheelchair and left it at that - we all left in tears.
"The Harrods staff need educating - this was a shockingly awful experience."
A spokeswoman for the luxury department store apologised for the error and offered the family a free lunch and a tour of its toy department, as well as a VIP trip to Santa's grotto this Christmas.
"Following yesterday’s incident, Harrods has now spoken to Michelle Wall to offer our sincere apologies and ask how we can make amends," she said.
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"We have welcomed Michelle’s suggestion that she comes to the store to train key staff in the different types of wheelchairs available and are in the process of arranging it."
The spokeswoman added: "Harrods wishes to emphasise that at no point were any of Michelle’s family banned from or denied entry into Harrods and our policy is to welcome all wheelchair users to the store. We look forward to seeing the Wall family at Harrods very soon."